SureStay Plus Hotel by Best Western Sevierville — Hotel in Sevierville

The hotel is in a really good area not far from Pigeon Forge and Gatlinburg, but unfortunately that is about as good as this review is going to get. Please, please stay away from this hotel it is not safe for you and especially your family members. The rooms are filthy not cleaned, not sweep, black mold in the bathrooms and bugs that go inside the Ac units. I wish that was the worst part but unfortunately my family which consist of two very young children 7 and 3 just experienced the worst situation we could have gone thru in our family vacation. This morning my husband grabbed the iron board (provided by the hotel in the rooms) to iron his Levi jeans. While ironing something pierced through his jeans. He was taken off guard. I was with my girls getting them ready when my husband lifted his jeans from the hotels ironing board to see what pierced through his jeans. When he pulled ever so gently the iron board cover used syringes and a spoon that was used for paranaphelia popped out!!! We were all scared and shocked! I asked multiple times my husband if he was poked accidentally. He said no! Thank goodness! My daughters were frightened as were we. My husband went downstairs to speak to the front desk. He spoke to the front desk representative named Tonya. She could not be bothered and she really did not care of what had just happened to us. She told my husband they will switch us to another room and in the meantime the cleaning person would go to our current room to see what happened. My husband came in with Omar the house keeper. As I write this review only Omar has apologized and actually was concerned of what happened. He as well as we were was in disbelief. We grabbed our stuff carefully because where our luggage was is where the multiple syringes where. We moved to another room in that same floor and once we entered that room the room smelled humid to me . I have a health condition which is Moderate to severe Bronchial Eosinophilic Asthma and when I am exposed to certain allergens in this case (mold which I am allergic to my lungs get triggered.) I inspected the room and I was correct there was black mold in the bathroom and in the Ac unit ( a bug actually crawled inside the Ac unit )when I was inspecting the source of the humid smell. I was appalled and started to break out in a couple of hives. I decided to go speak to the front desk. I tried to explain to Tonya what happened and that I needed another room due to my health condition. She could have cared less. She then proceeded to raise her voice at me in front of another hotel guest and said” I already told your husband I can not do anything, what else do you want me to do. we gave you another room and it is not to your standards, I do not have another room for you”. I tried to explain to her once again and she proceeded to grab the phone and call someone where she proceeded to say the same thing and added that I had said the room was not to my standard! I was appalled but still was calmed. Once she got off the phone I told her I did not say that , I said I have a health condition and there was black mold. She proceeded to cover her face with her hands and started shaking her head saying what else do I want there is nothing she can do . I told her I wanted to speak to her manager and she said I already told your husband he is not her he is sleeping because he worked the graveyard shift. I then asked her if he would be here in the evening ? She said “I do not know I do not keep tabs on him. Just send him an email”. She gave me a business card. I told her I will send their manager an email then. She then told me to wait 40mins for another room. While we were waiting for another room ; I send their manager an email explaining what had occurred. With the exception of Omar no one took our concerns seriously , especially Tonya who did not apologize for how she poorly handled the situation and the mistreatment I received. I send the email at 11:22 am it is currently 10:31 p.m. and I have yet to get a response from the manager of the Hotel. Please avoid...

Stay away!! I made the mistake of a quick star rating which showed 8 of 10 and hopped on this booking. I’ve regretted it ever since… arrived late to our room. The lady at the front desk was watching movies on her phone. There was no welcoming feel, thank you, kiss my grits, nothing. We got to our room on the second floor. Elevators opened to the floor of mustiness, mildew, and dampness. Entered our room with our 2 children that immediately hopped on the bed. The sheets appeared clean, we were tired so no showers or anything that evening. I did notice the walls in the room had something splattered down them. Dust was two inches thick on all surfaces, bathroom light was rusted pretty bad, the tv had a dried substance that had dripped down the screen. We made it through the night. Get up to take showers and I wouldn’t let my family step foot in that area. We went and purchased bleach and I cleaned the shower before any of us used it. When I wiped the shower to clean it the rag was black, to no surprise. There was hair everywhere in the shower, thick soap scum residue, the drain had visible mold, there was fuzzy, yes fuzzy gray and black mold at the shower entrance. We brought a fan to use during our stay. The outlet we located wasn’t quite accessible so my husband pulled out the tv stand and it has NEVER been cleaned behind. The wall there was full of dirt, grime, and spatter of who knows what. The receptacle I plugged the fan into felt like a piece of foam, the entire thing pressed into the wall like the studs were rotted. The mini fridge dripped water and was molded around the entire seal and didn’t keep anything cooler than room temperature. The shade at the window had mold spores all over it. We used bottled water to brush our teeth. We never attempted “breakfast” considering the way the room appeared. Unfortunately I booked through hotels.com and my booking was non-refundable. Hotels.com attempted to reach the property owner multiple times for a waiver to no avail. This place is in a great location and has nice surroundings but please heed my warning!! We checked out a night early because 2 nights at “the dump” was 2 more than we could handle. My daughter and I were both bit by something during the second night. We were never asked how our stay was…the same lady watching her phone checked us out staying “you’re good” and that was it. We were only in the lobby a total of 4 times and each time someone was complaining to the same lady who couldn’t care less. Same excuse to each patron, I’ll have to put in a...

In August 2025, I traveled to Sevierville, TN for a conference and had reserved and prepaid for a room from Monday night through Wednesday night. Because I needed to arrive early Monday morning before the official check-in time, I also reserved and prepaid for Sunday night so my room would be ready when I got there.||When I arrived early Monday morning, the front desk told me that my entire reservation had been refunded back to Expedia because I didn’t check in at 4:00 pm on Sunday. I tried to explain that I intentionally paid for Sunday night in advance so I could check in Monday morning, but they refused to honor it. I was left scrambling to find another hotel the very morning of my event.||Two weeks later, I am still chasing my refund. Expedia is telling me that SureStay Plus by Best Western Sevierville will not return the full amount, and the hotel has offered zero help. The customer service was dismissive and completely unprofessional.||This experience was stressful, costly, and completely avoidable. I will never stay here again and strongly recommend avoiding this hotel. If you value reliability and customer care,...